Amazing plugin. Amazing support.

I’ve used this image optimization plugin for years. As a paying customer, as it’s just worth the money. Tried other optimizers (which were nice), but ShortPixel is so well laid out, intuitive, and dependable. I don’t need another.

Recently, I tried a few similar well-known plugins just to see what the optimization landscape was like. Nope. ShortPixel is still the best. It’s hard to dethrone the King.

And it’s worked flawlessly for me since day one. Until this morning, after midnight. I had a problem. Images stopped optimizing. Searched the knowledgebase and I had to email tech support for help.

Their contact form page stated “Our support team works 24/7 to help you.” When I read that, I chuckled and thought “Yeah, right. 24 hours? Sure, whatever.”

I submitted the form, within two minutes, I got a response. Yes, two minutes. Before opening the email I assumed “autoresponder.” Just a canned autoresponder message saying they got my message and we’ll get back to me sometime before the next solar eclipse.

But two minutes?

Then I read it. Hmmm. Seems specific to my situation with a remedy. And a human name attached to it. I’ve never gotten a response that fast to anything.

That felt weird. Like, proof of the theory we’re living in a simulation weird.

At that point I assumed this must be some AI-generated helpdesk type response that analyzed my email and spitted out a canned solution reply.

(And, by the way, how did they even read my support email so fast and respond in turn? I basically wrote the support request equivalent of Ulysses, it was so long and detailed.)

No, it was a real response, from a real person, with a real solution.

And that solution worked.

And I was skeptical about the solution. They recommended clearing the queue cache and running bulk optimization (which would only apply to those unprocessed images.)

Before I ran it, I was 100% convince it would do nothing. This won’t work!

I prejudged it and assumed failure.

Guess what, it worked!

They must have known it would work. Afterward, everything that was stuck and unprocessed got unstuck and got processed.

Everything and every test afterward worked great.

I was dumbfounded. Not so much that it was fixed, or fixed so fast, but the sheer velocity of the support responses. And the back and forth replies through email within minutes of each other.

No fumbling about asking me to check server configs, or firewall settings, or disabling plugins or themes, checking debug logs, php error logs, or a bunch of convoluted, burdensome things to try that wouldn’t have amounted to anything.

First email, within two minutes offered a working solution.

Amazing. Use this plugin. Trust this plugin.

There support is superb, but if you’re like me, you’ll probably go years before having to contact them for support, if ever.